The aim of the report is to provide a more in-depth analysis of the multi-sectoral CFM program managed by CCCM. The analysis is done predominately by sector to support all service providers working in displacement sites understanding of community feedback. It is important for the humanitarian response to be operationally accountable for our collective response to community feedback.

This analysis is automatically generated every quarter for each Camp Coordination and Camp Management program using Zite Manager to support their multi-sectoral Community Feedback Mechanism.

This section needs some additions and editing. The following should be added:

The reporting period of the report
A brief on how to read the report linking to the methododology and terminology section at the end of the report
Contact details to find out more about the report and to provide feedback

Warning

This analysis is in a draft stage. Content and structure are subject to change, and the calculations will undergo verification before publication

1 Key highlights

Manually extract 3 to 4 key highlights from the analysis. For example:

In the first quarter of 2024, X tickets were recieived Y% of which were resolved.
The number of tickets represent a X% increase/decrease on the previous quarter.
The top 3 issues raised were X, Y and Z, withthe highest number of tickets relating to the X sector.
Any noticable change in trends.

Figure 1: Overview map

2 Overview

Over the reporting period 851 community feedback tickets were received by 38 CCCM staff working across 58 CCCM managed sites. The amount of feedback received has TBC by TBC% compared to last quarter. Most feedback was attributed to the following sectors: WASH, SNFI, FSL.

Of the feedback submitted, 54.1% of total tickets submitted by women and 45.7% submitted by men. The most common feedback channel used is CCCM Mobile Collector with 48.3% of feedback reported this way.

Of the total feedback received, 791 tickets were referred to the responsible service providers, and 54 tickets were closed upon receipt . Of the feedback referred, SNFI received the most referrals.

Warning

A sankey flow diagram will be added here to show the flow of tickets through the various stages of the CFM

Referrals by Sector
sector	count
SNFI	189
WASH	186
FSL	145
Health	76
CCCM	74
Protection	65
Education	35
Nutrition	19
	2
Source: IOM & partners

Figure 2: Referrals by Sector

Of the referred feedback, 6 tickets were still being processed at time of report generation with 6 Open and 0 in-progress. Another, 21 tickets had received a response from the service provider, but CCCM has yet to close the feedback loop and inform the person of the provider’s response.

The most common responses from service providers are as follows: by the service providers were TBC, TBC, and TBC. FSL has the highest response rate, while Protection has the lowest.

Referrals and resolution rate by Sector
sector	referred	resolved	% resolved
Education	35	6	17%
CCCM	74	8	11%
Health	76	6	8%
WASH	186	11	6%
Nutrition	19	1	5%
FSL	145	6	4%
Protection	65	2	3%
SNFI	189	4	2%
	2	0	0%
Source: IOM & partners

Figure 3: Referrals and resolution rate by Sector

Within the reporting period, TBC% of referred tickets were closed by CCCM – meaning that CCCM followed up with the person after completing the referral. On average it took 47.1 days from when a ticket was received to when a reply was complete.

Of the 21 replies completed, 44 issues were resolved as reported by the service provider and 189 issues were resolved as reported by the people who submitted the feedback.

The below table breaks down the resolution rates as reported by the service provider and the affected person who provided the feedback. By resolution, we understand it means the person has been provided with an adequate solution that addresses their feedback. For many reasons, people may not be able to receive assistance because of eligibility, funding or other operational constraints. The table below also contains percentage of cases where both service provider and affected person report the issue as resolved. A low percentage of confirmed resolution rates suggests a possible communication issue between CCCM and the service provider or between the CFM staff completing the reply process with the affected community, or a combination of both. To find out more about this see the methods section here.

Comparison of replies and resolution by service providers and affected population
sector	replied	resolved by SP¹	resolved by AP²	resolved both	% resolved both
	1	0	0	0	NaN
Education	35	6	13	5	36%
CCCM	74	8	28	5	16%
WASH	183	11	63	10	16%
Health	73	6	15	2	11%
FSL	139	6	29	2	6%
SNFI	182	4	33	0	0%
Protection	64	2	7	0	0%
Nutrition	18	1	1	0	0%
¹ Reported resolved by the service provider. ² Reported resolved by the person who reported the feedback
Source: IOM & partners

Figure 6: Comparison of replies and resolution by service providers and affected population

The rate of resolution according to service providers reporting has changed by TBC% when compared to last reporting period. Education has the highest resolution rate when compared to other sectors in the reporting period.

The table below shows the top 5 feedback topics that were referred during this reporting period with Food Ration as the top feedback received. This type of assistance saw a Food Ration% increase or decrease in tickets when compared to the last reporting period.

Top 5 referred feedback
feedback_about	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Food Ration	113	110	97%	4633	25%	4%
HH Shelter Repairs	70	68	97%	2870	23%	1%
NFI Kits or items	54	53	98%	2214	17%	0%
Latrine	51	50	98%	2091	27%	4%
Dignity Kit	33	33	100%	1353	9%	6%
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback
Source: IOM & partners

Figure 7: Top 5 referred feedback

Of the issues that have been closed, 57.5{ perc_replied_expired_tickets} % of these issues CCCM did not receive a response from the responsible service provider. CCCM limits the time service providers must respond in 30 days to ensure the feedback loop is closed in a timely manner, and prevent tickets being left open indefinitely. During the follow-up for expired tickets, people are always provided a chance to report their issue again if it is still relevant. During this period, there was an TBC% increase or decrease in the number of expires since last reporting period.

Ticket expiry by Sector
sector	referred	expired	expiry rate
SNFI	189	132	70%
FSL	145	94	65%
Nutrition	19	12	63%
WASH	186	112	60%
CCCM	74	44	59%
Education	35	19	54%
	2	1	50%
Health	76	38	50%
Protection	65	28	43%
Source: IOM & partners

Figure 8: Ticket expiry by Sector

3 Sectors

This section provides analysis of each sector, providing an overview of the main feddback to each sector, their reply and response performance as well as a breakdown by region.

For the initial draft stage, the figures just appear for the first secotrs - CCCM. Once the text is finalized, the figures will also appear for the other secotrs*

3.1 CCCM

3.1.1 Overview

Over the reporting period, CCCM received 78 pieces of community feedback collected across 30 Sites. CCCM received a total of CCCM of the total tickets received – an increase/decrease of TBC% during this reporting period. The most feedback was collected from Sebacare 4, Taba Weyane Tsinat Primary School, and Guna Poultry Farm.

Of the total feedback received, 74 tickets were referred to the responsible service providers, and 4 tickets were closed upon receipt . The table below shows the top 5 tickets that were referred during this reporting period with Over the reporting period, Communal Kitchen as the top feedback received for the sector. This issue saw a TBC% increase or decrease in tickets when compared to the last reporting period.

For the referred tickets, 0 tickets were still being processed at time the of report generation with 0, and 0 had received a response from the service provider but yet to be followed-up by CCCM at the time of reporting.

Sectoral reply rate
reason_current	referred	replied	% replied
Closed upon receipt	5	5	100%
Lack of Funding	8	8	100%
Can't Resolve	1	1	100%
Pending	4	4	100%
Resolved	8	8	100%
	4	4	100%
No Response	44	44	100%
Source: IOM & partners

Figure 9: CCCM Sectoral reply rate

Within the reporting period, 100.0% of referred tickets were replied to by CCCM and then closed. The most common responses received by the service providers were TBC,TBC, and TBC

On average it took 54.4 days from when a ticket was received to when a reply was complete. The fastest reply was completed in9 days for Site Maintenance and the slowest reply was completed in 299 for Communal Kitchen.

Of the 74 replies, 8 issues were resolved as reported by the service provider and 28 issues were resolved as reported by the people who submitted the feedback.

The below table breaks down the resolution rates from the two sources by the different categories of feedback. TBC, and TBC have the highest percentage of confirmed resolution whereas, TBC and TBC have the lowest per centage.

CCCM - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Communal Kitchen	21	21	100%	55	33%	10%
Communal buildings or facilities	14	14	100%	35	29%	7%
Solar street Lights	12	12	100%	44	33%	0%
Site Maintenance	9	9	100%	68	44%	0%
Campaigns & Activities & Trainings	4	4	100%	38	50%	50%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 11: CCCM Comparison of tickets by topic

Note

For feedback categories with a lower percentage of confirmed resolution, we suggest a more in-depth review these feedback types to understand and address the contributing factors that might be causing the communication issue between CCCM and service provider or between the CFM staff completing the reply process with the affected community, or both.”

The rate of resolution according to service provider reporting has changed by 5.399999999999999 when compared to last reporting period. The CCCM sector is ranked number {python} m_sector_resolved_rate_rank for the most resolutions when compared to other sectors in the reporting period.

CCCM - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
Communal Kitchen	21	21	2	7	8	1	5%
Communal buildings or facilities	14	14	1	4	5	0	0%
Solar street Lights	12	12	0	4	4	0	0%
Site Maintenance	9	9	0	4	4	0	0%
Campaigns & Activities & Trainings	4	4	2	2	2	2	50%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 12: CCCM Comparison of replies and resolution

Of the total replies, 59.5% were for expired tickets. This was 84.2105263157895% change since last reporting period.

CCCM - Ticket expiry
referred	expired	expiry rate
74	44	59%
Source: IOM & partners

Figure 13: CCCM Ticket expiry

3.1.2 Region

The map below shows all the CCCM managed sites that received feedback about the CCCM sector during the reporting period. The region that received the most amount feedback is Tigray with61.5% of total feedback.

Sebacare 4 site has the highest number of tickets.

Figure 14: CCCM regional map

CCCM - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Tigray	44	44	100%	45	32%	7%
SNNP	14	14	100%	41	21%	7%
Oromia	16	16	100%	45	69%	25%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 15: CCCM feedback per region

Of the 74 replies, Agricultural Office has the higest reply rate, while Gomola, has the lowest reply rate of all sectors.

The site that takes the longest to process feedback is Tulo Town (Hirna Town) with 275 as the average number of days between received date to closed date. On the other end of the scale, Lekatit 23 Secondary School with 22 as the average number of days between received date to closed date.

CCCM - feedback - top 3 topics
Region	Solar street Lights	Communal buildings or facilities	Communal Kitchen
SNNP	2	3	2
Oromia	4	3	3
Tigray	6	8	16
Source: IOM & partners

Figure 16: CCCM feedback - top 3 topics

The sites with the highest resolution rates areTiro Gudo New , Woreda Youth Association Hall , and Tiro Gudo New according to reports from the service providers. The below graph shows the responses to referred feedback by site fir this sector.

CCCM - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
Tigray	44	44	100%	45	11	78
Oromia	16	16	100%	45	27	299
SNNP	14	14	100%	41	9	160
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 17: CCCM reply time

CCCM - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Tigray	44	44	14	3	1	6%
Oromia	16	16	11	4	3	25%
SNNP	14	14	3	1	1	33%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 18: CCCM comparison of replies and resolution per Region

3.2 Education

3.2.1 Overview

Over the reporting period, {sector} received {s_count_ticket} pieces of community feedback collected across {s_sites} Sites. {Sector} received a total of {% sector tickets by total received} of the total tickets received by CCCM – an increase/decrease of XX% during this reporting period. The most feedback was collected from {name_top sites 1}, {name_top sites 2}, and {name_ top sites 3}, which received {% of site tickets by sector total} of the feedback.

Of the total feedback received, {# of referred} tickets were referred to the responsible service providers, and {# of closed upon receipt} tickets were closed upon receipt . The table below shows the top 5 tickets that were referred during this reporting period with {top issue named here} as the top feedback received for the sector. This issue saw a X% increase or decrease in tickets when compared to the last reporting period.

For the referred tickets, {# active tickets} tickets were still being processed at time the of report generation with {# active referrals (Open+ in-progress)}, and {# responded} had received a response from the service provider but yet to be followed-up by CCCM at the time of reporting.

Sectoral reply rate
reason_current	referred	replied	% replied
Resolved	6	6	100%
No Response	19	19	100%
Closed upon receipt	1	1	100%
No Agency or Service	3	3	100%
Lack of Funding	6	6	100%
Source: IOM & partners

Figure 19: Education Sectoral reply rate

Within the reporting period, % of referred tickets were replied to by CCCM and then closed. The most common responses received by the service providers were {response 1 name and % of total replies}, {response 2 name and % of total replies}, and {response 3 name and % of total replies}.

On average it took {# days_received_reply_date} from when a ticket was received to when a reply was complete. The fastest reply was completed in {lowest # days_received_reply_date} for {feedback_about} and the slowest reply was completed in {maximum # days_received_reply_date} for {feedback_about}.

Figure 20: Education referral response time

Of the {count_replies} completed, {} issues were resolved as reported by the service provider and {# resolved by affected pop.} issues were resolved as reported by the people who submitted the feedback.

The below table breaks down the resolution rates from the two sources by the different categories of feedback. {name feedback about 1St}, and {name feedback about 2nd} have the highest per centage of confirmed resolution whereas, {name feedback about 2nd last} and {name feedback about last} have the lowest per centage.

Education - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
School materials and equipment (books, uniform etc.)	25	25	100%	37	36%	20%
Temporarly Learning Centre	4	4	100%	34	50%	25%
School	3	3	100%	49	0%	0%
School Feeding Program	3	3	100%	32	67%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 21: Education Comparison of tickets by topic

Note

The rate of resolution according to service provider reporting has {rate of resolution increased/decreased by %} when compared to last reporting period. The {name of sector} is ranked {sector ranking for resolutions} for the most resolutions when compared to other sectors in the reporting period.

Education - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
School materials and equipment (books, uniform etc.)	25	25	5	9	10	4	16%
Temporarly Learning Centre	4	4	1	2	2	1	25%
School	3	3	0	0	0	0	0%
School Feeding Program	3	3	0	2	2	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 22: Education Comparison of replies and resolution

Of the total replies, {expired tickets} % were for expired tickets which means 1 in # people were told though CCCM referred their feedback they were unable to get a response from the providers. This was XX % increase or decrease in the number of expires since last reporting period. Feedback about {name of description highest % of no response compared total replies} were most likely to expire with {% of expired replies} of replies containing no response from the service providers than feedback about {name of description lowest % of no response compared to its total replies} which only has {% of expired replies} of replies containing no response from the service providers.

Education - Ticket expiry
referred	expired	expiry rate
35	19	54%
Source: IOM & partners

Figure 23: Education Ticket expiry

3.2.2 Region

The map below shows all the CCCM managed sites that received feedback about the {name of sector} sector during the reporting period. The region that received the most amount feedback is {name of region} with {% of total feedback received by region} total feedback received by the region.

When looking at the portion of the tickets received compared to the total population living in the sites, {name of site with highest proportion of pop} has the highest proportion of tickets compared to the population size. This signals good reach of the CFM program, and it might suggest a possible unmet need or problem that needs further investigation by the relevant service providers.

To report feedback people are reaching CCCM mostly through {most common feedback channel for sector}.

Figure 24: Education regional map

Of the {# referred tickets} referred tickets, sites in {northernmost_region1_feedback} received more feedback about {top_description_northernmost_region1}, whereas sites in {sothernmost_region1_feedback} received more feedback about {top_description_sothernmost_region 1}.

Education - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Oromia	17	17	100%	32	53%	29%
Tigray	12	12	100%	40	8%	8%
SNNP	6	6	100%	43	50%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 25: Education feedback per region

Of the {# replies}, {location1_top % of replies}, {location2_ top % of replies}, and {location3_ top % of replies}, have the highest percentage of replies for the sector in comparison to all other sites.

The site that takes the longest to process feedback is {site_name_highest_avg_days} with {# avg_days} as the average number of days between received date to closed date. On the other end of the scale, {site_name_lowest_avg_days} with {# avg_days} as the average number of days between received date to closed date.

Education - feedback - top 3 topics
Region	School materials and equipment (books, uniform etc.)	School Feeding Program	Temporarly Learning Centre
Oromia	14	2	None
SNNP	2	1	1
Tigray	9	None	3
Source: IOM & partners

Figure 26: Education feedback - top 3 topics

Education - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
Tigray	12	12	100%	40	34	78
SNNP	6	6	100%	43	25	56
Oromia	17	17	100%	32	13	105
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 27: Education reply time

When comparing the two sources of resolution, {site_1st_confirmed_res_rate}, {site_2nd_ confirmed_res_rate }, and {site_3rd_confirmed_res_rate } according to reports from the service providers.

Education - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
SNNP	6	6	3	0	0	0%
Tigray	12	12	1	1	1	100%
Oromia	17	17	9	5	4	40%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 28: Education comparison of replies and resolution per Region

For the following locations {list of sites with lower confirmation %} have a lower percentage of confirmed resolution than recommended. We suggest a more in-depth review of these locations for this sector to understand and address the contributing factors that might be causing the communication issue between CCCM and service provider or between the CFM staff completing the reply process with the affected community, or both.

3.3 FSL

3.3.1 Overview

Sectoral reply rate
reason_current	referred	replied	% replied
Pending	2	2	100%
Resolved	6	6	100%
Can t Verify	1	1	100%
Closed upon receipt	6	6	100%
No Response	94	93	99%
Lack of Funding	16	15	94%
No Agency or Service	12	11	92%
	6	5	83%
Can't Resolve	2	0	0%
Source: IOM & partners

Figure 29: FSL Sectoral reply rate

FSL - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Food Ration	113	110	97%	41	25%	4%
Cash Assistance for Food	18	17	94%	42	6%	6%
Supplementary Food Support	6	5	83%	34	0%	0%
Income activities	3	3	100%	79	0%	33%
	2	1	50%	35	0%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 31: FSL Comparison of tickets by topic

Note

FSL - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
Food Ration	113	110	4	28	31	1	1%
Cash Assistance for Food	18	17	1	1	1	1	6%
Supplementary Food Support	6	5	0	0	0	0	0%
Income activities	3	3	1	0	1	0	0%
Agriculture (farming, gardening and seeds)	2	2	0	0	0	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 32: FSL Comparison of replies and resolution

FSL - Ticket expiry
referred	expired	expiry rate
145	94	65%
Source: IOM & partners

Figure 33: FSL Ticket expiry

3.3.2 Region

To report feedback people are reaching CCCM mostly through {most common feedback channel for sector}.

Figure 34: FSL regional map

FSL - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Somali	1	1	100%	176	0%	0%
SNNP	22	21	95%	42	9%	0%
Tigray	87	84	97%	35	18%	3%
Oromia	35	33	94%	53	31%	9%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 35: FSL feedback per region

FSL - feedback - top 3 topics
Region	Food Ration	Supplementary Food Support	Cash Assistance for Food
Oromia	27	1	3
SNNP	8	3	8
Somali	1	None	None
Tigray	77	2	7
Source: IOM & partners

Figure 36: FSL feedback - top 3 topics

The sites with the highest resolution rates are {site_1st_res_rate}, {site_2nd_res_rate}, and {site_3rd_res_rate} according to reports from the service providers. The below graph shows the responses to referred feedback by site fir this sector.

FSL - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
Tigray	87	84	97%	35	0	112
SNNP	22	21	95%	42	0	123
Somali	1	1	100%	176	176	176
Oromia	35	33	94%	53	0	112
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 37: FSL reply time

When comparing the two sources of resolution, {site_1st_confirmed_res_rate}, {site_2nd_ confirmed_res_rate }, and {site_3rd_confirmed_res_rate } according to reports from the service providers.

FSL - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Tigray	87	84	16	3	1	6%
SNNP	22	21	2	0	0	0%
Oromia	35	33	11	3	1	8%
Somali	1	1	0	0	0	NaN
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 38: FSL comparison of replies and resolution per Region

3.4 Health

3.4.1 Overview

Sectoral reply rate
reason_current	referred	replied	% replied
No Agency or Service	2	2	100%
Closed upon receipt	2	2	100%
Lack of Funding	5	5	100%
Can t Verify	2	2	100%
Can't Resolve	2	2	100%
Resolved	6	6	100%
No Response	38	37	97%
	19	17	89%
Source: IOM & partners

Figure 39: Health Sectoral reply rate

Figure 40: Health referral response time

Health - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Mobile Health	29	27	93%	58	24%	3%
MHPSS	13	13	100%	28	8%	23%
Health Clinic (inside camp)	11	10	91%	44	9%	0%
Health Post	7	7	100%	33	43%	0%
Emergency Transport (general)	7	7	100%	34	0%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 41: Health Comparison of tickets by topic

Note

Health - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
Mobile Health	29	27	1	7	8	0	0%
MHPSS	13	13	3	1	4	0	0%
Health Clinic (inside camp)	11	10	0	1	1	0	0%
Health Post	7	7	0	3	3	0	0%
Emergency Transport (general)	7	7	0	0	0	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 42: Health Comparison of replies and resolution

Health - Ticket expiry
referred	expired	expiry rate
76	38	50%
Source: IOM & partners

Figure 43: Health Ticket expiry

3.4.2 Region

To report feedback people are reaching CCCM mostly through {most common feedback channel for sector}.

Figure 44: Health regional map

Health - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Oromia	2	2	100%	72	0%	0%
SNNP	14	12	86%	41	21%	0%
Tigray	60	59	98%	34	20%	10%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 45: Health feedback per region

Health - feedback - top 3 topics
Region	MHPSS	Mobile Health	Health Clinic (inside camp)
SNNP	3	4	None
Tigray	10	25	11
Source: IOM & partners

Figure 46: Health feedback - top 3 topics

Health - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
Tigray	60	59	98%	34	0	98
SNNP	14	12	86%	41	0	83
Oromia	2	2	100%	72	50	94
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 47: Health reply time

When comparing the two sources of resolution, {site_1st_confirmed_res_rate}, {site_2nd_ confirmed_res_rate }, and {site_3rd_confirmed_res_rate } according to reports from the service providers.

Health - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Tigray	60	59	12	6	2	12%
SNNP	14	12	3	0	0	0%
Oromia	2	2	0	0	0	NaN
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 48: Health comparison of replies and resolution per Region

3.5 Shelter & NFI

3.5.1 Overview

Sectoral reply rate
reason_current	referred	replied	% replied
Resolved	4	4	100%
Pending	4	4	100%
Closed upon receipt	2	2	100%
Not eligible	1	1	100%
Lack of Funding	13	13	100%
Can't Resolve	1	1	100%
No Response	132	129	98%
No Agency or Service	20	18	90%
	12	10	83%
Source: IOM & partners

Figure 49: SNFI Sectoral reply rate

SNFI - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
HH Shelter Repairs	70	68	97%	51	23%	1%
NFI Kits or items	54	53	98%	38	17%	0%
Shelter Materials or Kits	24	22	92%	50	12%	4%
Construction of New Shelter	22	21	95%	54	9%	0%
Cash assistance for Shelter / NFIs	8	8	100%	45	25%	25%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 51: SNFI Comparison of tickets by topic

Note

SNFI - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
HH Shelter Repairs	70	68	1	16	17	0	0%
NFI Kits or items	54	53	0	9	9	0	0%
Shelter Materials or Kits	24	22	1	3	4	0	0%
Construction of New Shelter	22	21	0	2	2	0	0%
Cash assistance for Shelter / NFIs	8	8	2	2	4	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 52: SNFI Comparison of replies and resolution

SNFI - Ticket expiry
referred	expired	expiry rate
189	132	70%
Source: IOM & partners

Figure 53: SNFI Ticket expiry

3.5.2 Region

To report feedback people are reaching CCCM mostly through {most common feedback channel for sector}.

Figure 54: SNFI regional map

SNFI - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Oromia	31	29	94%	64	29%	0%
SNNP	24	19	79%	54	21%	0%
Tigray	134	134	100%	41	14%	3%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 55: SNFI feedback per region

SNFI - feedback - top 3 topics
Region	NFI Kits or items	Shelter Materials or Kits	HH Shelter Repairs
Oromia	14	6	7
SNNP	3	7	8
Tigray	37	11	55
Source: IOM & partners

Figure 56: SNFI feedback - top 3 topics

SNFI - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
Oromia	31	29	94%	64	0	275
SNNP	24	19	79%	54	0	145
Tigray	134	134	100%	41	6	104
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 57: SNFI reply time

When comparing the two sources of resolution, {site_1st_confirmed_res_rate}, {site_2nd_ confirmed_res_rate }, and {site_3rd_confirmed_res_rate } according to reports from the service providers.

SNFI - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Tigray	134	134	19	4	0	0%
Oromia	31	29	9	0	0	0%
SNNP	24	19	5	0	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 58: SNFI comparison of replies and resolution per Region

3.6 Nutrition

3.6.1 Overview

Sectoral reply rate
reason_current	referred	replied	% replied
Resolved	1	1	100%
No Response	12	12	100%
Not eligible	1	1	100%
Lack of Funding	5	4	80%
Source: IOM & partners

Figure 59: Nutrition Sectoral reply rate

Figure 60: Nutrition referral response time

Nutrition - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Nutrition Supplements and support	18	17	94%	60	6%	6%
	1	1	100%	37	0%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 61: Nutrition Comparison of tickets by topic

Note

Nutrition - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
Nutrition Supplements and support	18	17	1	1	2	0	0%
	1	1	0	0	0	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 62: Nutrition Comparison of replies and resolution

Nutrition - Ticket expiry
referred	expired	expiry rate
19	12	63%
Source: IOM & partners

Figure 63: Nutrition Ticket expiry

3.6.2 Region

To report feedback people are reaching CCCM mostly through {most common feedback channel for sector}.

Figure 64: Nutrition regional map

Nutrition - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
SNNP	4	4	100%	69	0%	0%
Oromia	2	2	100%	60	0%	0%
Tigray	13	12	92%	52	8%	8%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 65: Nutrition feedback per region

Nutrition - feedback - top 3 topics
Region	Nutrition Supplements and support
SNNP	4	None
Oromia	2	None
Tigray	12	1
Source: IOM & partners

Figure 66: Nutrition feedback - top 3 topics

Nutrition - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
SNNP	4	4	100%	69	30	104
Tigray	13	12	92%	52	0	81
Oromia	2	2	100%	60	41	79
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 67: Nutrition reply time

When comparing the two sources of resolution, {site_1st_confirmed_res_rate}, {site_2nd_ confirmed_res_rate }, and {site_3rd_confirmed_res_rate } according to reports from the service providers.

Nutrition - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Oromia	2	2	0	0	0	NaN
SNNP	4	4	0	0	0	NaN
Tigray	13	12	1	1	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 68: Nutrition comparison of replies and resolution per Region

3.7 Protection

3.7.1 Overview

Sectoral reply rate
reason_current	referred	replied	% replied
Resolved	2	2	100%
Lack of Funding	19	19	100%
Can't Resolve	4	4	100%
No Agency or Service	2	2	100%
Closed upon receipt	3	3	100%
No Response	28	28	100%
	7	6	86%
Source: IOM & partners

Figure 69: Protection Sectoral reply rate

Figure 70: Protection referral response time

Protection - Comparison of tickets by topic
feedback	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Dignity Kit	33	33	100%	33	9%	6%
Child Friendly Spaces	7	6	86%	45	14%	0%
Disability support	5	5	100%	38	20%	0%
Community Discrimination	4	4	100%	30	0%	0%
	3	3	100%	51	33%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 71: Protection Comparison of tickets by topic

Note

Protection - Comparison of replies and resolution
feedback	referred	replied	resolved by SP¹	resolved by AP²	resolved by either	resolved by both	% resolved by both
Dignity Kit	33	33	2	3	5	0	0%
Child Friendly Spaces	7	6	0	1	1	0	0%
Disability support	5	5	0	1	1	0	0%
Community Discrimination	4	4	0	0	0	0	0%
Support for ID or documentation	3	3	0	0	0	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 72: Protection Comparison of replies and resolution

Protection - Ticket expiry
referred	expired	expiry rate
65	28	43%
Source: IOM & partners

Figure 73: Protection Ticket expiry

3.7.2 Region

To report feedback people are reaching CCCM mostly through {most common feedback channel for sector}.

Figure 74: Protection regional map

Protection - feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Tigray	53	52	98%	33	8%	4%
Oromia	3	3	100%	34	67%	0%
Somali	1	1	100%	66	0%	0%
SNNP	8	8	100%	33	12%	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 75: Protection feedback per region

Protection - feedback - top 3 topics
Region	Child Friendly Spaces	Dignity Kit	Disability support
SNNP	2	3	None
Oromia	None	1	None
Tigray	5	28	5
Somali	None	1	None
Source: IOM & partners

Figure 76: Protection feedback - top 3 topics

Protection - reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
SNNP	8	8	100%	33	10	64
Somali	1	1	100%	66	66	66
Tigray	53	52	98%	33	0	93
Oromia	3	3	100%	34	23	36
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 77: Protection reply time

When comparing the two sources of resolution, {site_1st_confirmed_res_rate}, {site_2nd_ confirmed_res_rate }, and {site_3rd_confirmed_res_rate } according to reports from the service providers.

Protection - Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Somali	1	1	0	0	0	NaN
Tigray	53	52	4	2	0	0%
Oromia	3	3	2	0	0	0%
SNNP	8	8	1	0	0	0%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 78: Protection comparison of replies and resolution per Region

4 Regions

Feedback per region
Region	referred	replied	% replied	median days-to-reply	% resolved by AP²	% resolved by SP¹
Oromia	169	162	96%	49	43%	10%
Somali	2	2	100%	121	0%	0%
SNNP	110	102	93%	47	18%	1%
Tigray	510	503	99%	38	19%	5%
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 79: Feedback per region

Feedback - top 3 topics
Region	NFI Kits or items	HH Shelter Repairs	Food Ration
Oromia	14	7	27
SNNP	3	8	8
Somali	None	None	1
Tigray	37	55	77
Source: IOM & partners

Figure 80: Feedback - top 3 topics

Reply time
Region	referred	replied	% replied	median days-to-reply	quickest reply (days)	slowest reply (days)
Tigray	510	503	99%	38	0	129
SNNP	110	102	93%	47	0	160
Somali	2	2	100%	121	66	176
Oromia	169	162	96%	49	0	299
Source: IOM & partners
Note: Zero values may signify either same-day reply or that that all replies are still pending

Figure 81: Reply time

Comparison of replies and resolution per Region
Region	referred	replied	resolved by AP²	resolved by SP¹	resolved_both	% resolved by both
Tigray	510	503	96	26	11	10%
Oromia	169	162	73	17	12	15%
SNNP	110	102	20	1	1	5%
Somali	2	2	0	0	0	NaN
Source: IOM & partners
¹ % of referrals reported resolved by the service provider ² % of referrals reported resolved by the person who reported the feedback

Figure 82: Reply time

5 Sites

Tigray - Sites
site_id	site name	referred	replied	resolved	median days-to-reply	link
ET010707001001	Sebacare 4	109	109	8	43	dashboard
ET010702004001	Momona Secondary School	35	35	3	32	dashboard
ET010704001002	Lekatit 11 Elementary School	26	26	0	32	dashboard
ET010108001001	Guna Poultry Farm	25	25	0	44	dashboard
ET010706001001	Adiha Secondary School	25	25	0	43	dashboard
ET010108004003	Taba Weyane Tsinat Primary School	21	21	0	49	dashboard
ET010108005002	Tsehaye Elementary school	21	19	0	35	dashboard
ET010706003001	Lekatit 23 Secondary School	21	21	2	42	dashboard
ET010212001001	Adwa industrial Zone (AIZ)	18	18	4	36	dashboard
ET010212004004	Nigste Saba Secondary School	18	18	3	19	dashboard
ET010108005001	Midregenet Secondary School	17	17	0	46	dashboard
ET010308002001	UNMEE	16	16	0	48	dashboard
ET010212004005	Nigste Saba Secondary School 2	16	16	1	30	dashboard
ET010108002002	Atsede Kindergarten	15	15	0	33	dashboard
ET010308003001	Commission	15	15	0	34	dashboard
ET010114001001	Endabaguna Screening Center	14	13	0	40	dashboard
ET010114001004	Endabaguna Reception Center	12	11	0	34	dashboard
ET010212002001	Enda Tsion Elementary School	11	9	1	72	dashboard
ET010108002003	Fre Swuat Secondary school	11	11	0	64	dashboard
ET010108004004	Shire Kebele 03 - ABA	9	9	0	32	dashboard
ET010110001002	Farmers Training Center	9	9	0	78	dashboard
ET010212005002	Korea Secondary School	8	8	1	39	dashboard
ET010108002004	Shire Kebele 02 - ABA	7	6	0	26	dashboard
ET010212001002	Wowokma Elementary school	7	7	0	38	dashboard
ET010111001001	Adi Daero Elementary School	7	7	0	85	dashboard
ET010212001001_temp	Adwa Debrichi Kebele - ABA	6	6	0	34	dashboard
ET010706002002	Mesebo Secondary School	5	5	0	55	dashboard
ET010212009001	Adwa Miebale Kebele - ABA	5	5	2	28	dashboard
ET010212003001	Adwa Hayelom Kebele - ABA	1	1	1	27	dashboard
Source: IOM & partners

Figure 83: Tigray sites

Somali - Sites
site_id	site name	referred	replied	resolved	median days-to-reply	link
ET010702002001	Ethio China friendship primary School	1	1	0	66	dashboard
ET041015001002	Wara Yaya/Sheik Madobe/	1	1	0	176	dashboard
Source: IOM & partners

Figure 84: Somali sites

SNNP - Sites
site_id	site name	referred	replied	resolved	median days-to-reply	link
ET071302004002	Lultu Magazine	34	34	0	42	dashboard
ET071302003001	Gelabo FTC	21	17	0	55	dashboard
ET071302004001	Kutiso Market	20	20	0	36	dashboard
ET071302001001	Ayilota Dokatu	14	14	1	29	dashboard
ET071303002001	Gomola	9	7	0	47	dashboard
ET071302002001	Balbala	6	6	0	123	dashboard
ET071303004001	Segen Mezegaja	4	4	0	124	dashboard
ET071303002003	Turo	2	0	0	None	dashboard
Source: IOM & partners

Figure 85: SNNP sites

Oromia - Sites
site_id	site name	referred	replied	resolved	median days-to-reply	link
ET050203001002	Qoliji 2	26	26	2	65	dashboard
ET050203001001	Qoliji	22	22	1	73	dashboard
ET041015003001	Tiro Gudo New	19	17	5	49	dashboard
ET041010002001	Karamile	13	13	3	27	dashboard
ET041010001001	Agricultural Office	13	12	3	28	dashboard
ET041009001001	Chelenko food store	10	10	0	41	dashboard
ET041011001003	New Golmasa	8	8	1	91	dashboard
ET040903001002	Tulo Town (Hirna Town)	7	7	0	61	dashboard
ET041008001001	Kersa Town	7	7	0	32	dashboard
ET041010003001	Ganda Wagayehu	7	7	0	16	dashboard
ET041010001002	Ali Sheko Camp	7	7	0	31	dashboard
ET041015004001	Wara Somane	7	5	0	49	dashboard
ET040908001001	Gelemso 01	6	6	0	26	dashboard
ET041011002001	Fadiso	5	5	0	53	dashboard
ET041015002001	Qobo Biqa	5	3	0	50	dashboard
ET041011001006	Woreda Water Office	3	3	1	105	dashboard
ET041011001007	Woreda Youth Association Hall	2	2	1	96	dashboard
ET040903001001	New Extension Site	1	1	0	275	dashboard
ET040901001001	Ganda Buno	1	1	0	30	dashboard
Source: IOM & partners

Figure 86: Oromia sites

6 Context & approach

Sentences about the context and the CFM program ran by CCCM provided by the mission. Any updates or changes to the program since last report. - Overall number of sites - Number of agencies - Number of CCCM staff (F/M)

Sentence here by mission explaining the feedback channels used and if there are difference in approach in different location. The channels used for collection and replies.

Of the feedback submitted, the top common feedback channels used by the affected population to reach CCCM to provide their feedback are At their house;54.9, At the IOM office;23.5, andCommunity Committee;6.2.

Those reporting feedback are more likely to report issues on behalf of For themselves:51.8%, followed by For group of people or community:31.3% and Entire site or block:11.2%.

Channel usage by groups
channel	For themselves	For group of people or community	For somebody else	Entire site or block
Help desk	225	75	20	31
help desk	1	0	0	0
CCCM Mobile Collector	191	155	22	43
Community Committee	10	23	5	15
Community Meeting	12	13	2	5
Referral from another agency / team / govt	2	0	0	1
Source: IOM & partners

Figure 87: Channel usage by groups

The below chart displays the affected population preferences of the feedback channels available by the 58 locations where CCCM is operating.

Often different demographics groups have different preferences and abilities which impact their access and usages of the available feedback channels. In this reporting period, men reached CCCM through

shape: (6, 5)

channel_received	Male	Female		Other
str	u32	u32	u32	u32
"CCCM Mobile Co…	178	232	0	1
"Help desk"	163	187	1	0
"Community Comm…	27	26	0	0
"Community Meet…	21	11	0	0
"help desk"	0	1	0	0
"Referral from …	0	3	0	0

feedback channel and {python} m_wmn_top_channel for women, with 54.1 of tickets submitted by women and 45.7 submitted by men. The most feedback came from Female between the ages of Adult (18-59), followed by Male between the ages of Adult (18-59), and Female between the ages of Older person (60+).

The below charts outline the preferences and access of vulnerable households and vulnerable individuals such as those with disabilities or households with pregnant or lactating women to the feedback channels.

When following up with the person who provide the feedback, the most common way CCCM provides replies are {python m_top_channel_1_name: {python m_top_channel_1_perc%, and {python m_top_channel_2_name: {python m_top_channel_2_perc%. CCCM will also try to reach the person who reported the feedback directly either over the phone or in-person. However, if the person can’t be contacted neighbours, other family members pr community leaders are requested to pass the message on to the person on CCCM’s behalf. There is no significant difference between the demographic of the person who reported the feedback and the reply channel used. This is because CCCM staff are instructed to follow same protocol when completing replies: first try direct contact in-person or by phone (if a phone number was provided), and if this is unsuccessful to try and contact people connected to the individual. Then after a fixed number of attempts over multiple days if no contact is made with the person or any related contacts, the case can be closed without a reply.

7 Methodology

The report contains the analysis of the non-sensitive, operational feedback received by CCCM actors using Zite Manager. The community feedback is gathered and managed through the platform, Zite Manager, which helps tracks information about feedback across the entire referral process, including the response given by the relevant service providers and whether the person received a follow-up with this information.

The data directly reflects the daily activity of the CCCM actors, and the responses from the service providers receiving the feedback. The system is live, and the results change as feedback moves through the system.

The report is designed to be used by all humanitarian responders to support continued improvement of how the humanitarian system responses to community feedback.

To see the live operational CFM dashboard which updates daily and is designed to support CCCM teams manage feedback and coordination with other partners - www.zitemanager.org/countries

Please note the following while reading this report:

Community feedback is not a needs assessment: Do not use community feedback alone to compare needs between areas because different populations have different awareness and access to CFM systems. This information should be complimented by needs assessments and service monitoring data to gain an overall understanding of needs.

Community feedback is dynamic data that changes: CCCM and service providers are actively processing feedback daily. Only closed tickets will remain the same as no more action is required. So, the total number of active tickets (tickets with a status of open, in-process or responded) will change daily and the date the report is generate will input this number. This means the numbers change as tickets move through the CFM cycle.

Referrals are the responsibility of CCCM actors: Referrals are automatically generated and organized by sector through the system; however the actual transfer of referral data is under management of individual CCCM actors. If service providers are not receiving referrals but think they should be, please contact the related CCCM actor to discuss with them.

There are a number of reasons feedback may go unresolved: This may be due to funding, contextual reasons, access, technical feasibility, targeting criteria, and other informationem.

7.1 Terminology

Ticket: Each piece of feedback or ticket represents one issue, need or report only. Community feedback is not collected by household, so one person or household may have reported more than one problem. For example, having lost their ID and missed a distribution. One issue could also represent a problem faced by more than one person or household, such as a broken water tap.

Received: Total pieces of feedback (also known as tickets) that were received in the reporting period.

Referred: Tickets that were referred to sector partners for their assessment, action (if possible) and response. Not all tickets are referred depending on the type of feedback reported. If a ticket is Referred or not is based on the CFM sector standards circulated by CCCM cluster/sector.

Closed Upon Receipt: Are tickets that are not referred because they are addressed immediately, or we know it cannot be resolved (e.g., no agency providing that service), the ticket is “closed upon receipt” and is not referred.

Responded awaiting reply: Tickets that have received a response from an service providers but the response has not been provided to the person who reported the problem yet. CCCM partners have a commitment towards following-up with affected persons and closing the feedback loop.

Expired or ‘No Response’: If no response is received by the responsible service provider within 30 days of referral, the ticket is marked as having “No Response” and is sent automatically for follow-up. This means that CCCM must explain to the person that a response could not be obtained from the service provider and the ticket is closed.

Responses by Service Provider: To support analysis, service provider’s responses are coded according to a list of common reasons why a piece of feedback could not be addressed. Resolved means the service provider has resolved the issue.

Reported Resolution by the affected population: During the follow up, people have a chance to report whether the response has resolved their issue (Yes, No, Partially or Don’t know). This information is then visualized to record people’s perception of whether their feedback is resolved.

The analysis also compares the two resolution rates to communicate the percentage of cases where both service provider and affected person report the issue as resolved.

When interpreting these figures, it is important to understand that a low percentage of confirmed resolution rates suggests a possible communication issue between CCCM and the service provider or between the CFM staff completing the reply process with the affected community, or a combination of both. For example, if there is no response from the service provider to CCCM, the ticket it is not considered resolved by service provider, but the person who reported the feedback might report the feedback as resolved for other reasons. However, we don’t expect to see a 100% confirmation rate for resolution because it is normal to see differences. For example, the service provider might consider their actions to a piece of feedback to be a resolution, but the person who reported the feedback might not agree and reported the feedback as partially resolved or unresolved.